Lovelie Laurant
Summary
Knowledgeable Call Center Representative with experience assisting [Industry] customers. Accomplished in recording accurate information while exceeding customers' expectations in high-volume call center. Gifted in keeping sensitive and confidential information private.
Overview
14
14
years of professional experience
Work History
Warehouse Worker
Amazon
09.2022 - 08.2023
- Enhanced warehouse efficiency by implementing effective inventory management and organization systems.
- Reduced order processing times with streamlined picking, packing, and shipping procedures.
- Improved workplace safety by conducting regular inspections and addressing potential hazards promptly.
- Increased accuracy of inventory records through meticulous documentation and regular audits.
- Assisted in the training and onboarding of new employees, contributing to a cohesive and efficient workforce.
Warehouse Cafeteria Worker
Publix Distribution Center
10.2018 - 03.2019
- Improved customer satisfaction by providing efficient and friendly service in the cafeteria.
- Enhanced food quality by maintaining high standards of cleanliness and sanitation in food preparation areas.
- Ensured timely meal service by effectively managing multiple tasks simultaneously during peak periods.
- Contributed to a positive work environment by collaborating with team members and assisting in various roles as needed.
- Supported menu planning efforts by providing input on popular dishes and customer preferences.
- Maximized food safety by consistently following proper food handling procedures and storage guidelines.
- Reduced food waste through careful portion control and monitoring product expiration dates.
- Streamlined cafeteria operations by organizing supplies, stocking shelves, and maintaining clean workspaces.
- Assisted in training new staff members, sharing best practices for success in the role of Cafeteria Worker.
Customer Service Cashier
Publix Grocery Store
02.2016 - 10.2018
- Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.
- Streamlined the checkout process for faster service and improved customer experience.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
Call Center Agent
Genesis Call Center
03.2014 - 07.2016
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Reduced average handle time with thorough product knowledge and quick problem-solving capabilities.
- Collaborated with team members to share best practices, resulting in improved overall department performance.
- Developed expert knowledge of company products and services to provide accurate information to customers.
- Assisted in training new hires, sharing industry insights and tips for success in the call center environment.
- Adapted communication style to meet diverse customer needs, creating positive experiences for all callers.
Call Center Agent
Genesis Call Center
01.2023 - 10.2023
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Reduced average handle time with thorough product knowledge and quick problem-solving capabilities.
- Collaborated with team members to share best practices, resulting in improved overall department performance.
- Developed expert knowledge of company products and services to provide accurate information to customers.
- Assisted in training new hires, sharing industry insights and tips for success in the call center environment.
- Adapted communication style to meet diverse customer needs, creating positive experiences for all callers.
Shift Supervisor
Chicken Kitchen
11.2009 - 05.2015
- Enhanced team productivity by implementing efficient shift scheduling and task delegation.
- Reduced employee turnover rate by fostering a positive work environment and addressing staff concerns promptly.
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Improved customer satisfaction rates with consistent quality checks and timely resolution of complaints.
- Streamlined inventory management, reducing waste and optimizing stock levels for daily operations.
- Maintained workplace safety by enforcing strict adherence to company policies and industry regulations.
- Increased sales performance through effective upselling techniques and staff training initiatives.
- Collaborated with management to develop strategies for boosting overall store performance, leading to higher profit margins.
- Implemented training programs for new hires, ensuring seamless integration into the team and faster productivity contributions.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Coordinated with vendors regarding product deliveries, guaranteeing adequate supplies available for uninterrupted service provision.
- Served as a liaison between employees and upper management effectively facilitating communication that bridged any existing gaps.
- Completed store opening and closing procedures and balanced tills.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Responded to and resolved customer questions and concerns.
- Helped store management meet standards of service and quality in daily operations.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Conducted routine inspections to check quality and compliance with established specifications.
- Applied security, safety and loss prevention strategies during shifts.
- Completed cash and credit card transactions accurately using POS software.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
Education
No Degree - Child Care
Broward College
Fort Lauderdale, FL10.2014
Associate of Arts -
Miami Dade College
Miami, FL06.2013
No Degree - Certified Nursing Assistant
Lindsey Hopkins Technical College
Miami, FL05.2012
High School Diploma -
North Miami Senior High School
North Miami, FL06.2008
Skills
- Training and Mentoring
- System Documentation
- Appointment Setting
- Call Center Operations
- Customer Communications
- Quality Control
- Resolving Issues
- Account Updating
Timeline
Call Center Agent
Genesis Call Center
01.2023 - 10.2023
Warehouse Worker
Amazon
09.2022 - 08.2023
Warehouse Cafeteria Worker
Publix Distribution Center
10.2018 - 03.2019
Customer Service Cashier
Publix Grocery Store
02.2016 - 10.2018
Call Center Agent
Genesis Call Center
03.2014 - 07.2016
Shift Supervisor
Chicken Kitchen
11.2009 - 05.2015
No Degree - Child Care
Broward College
Associate of Arts -
Miami Dade College
No Degree - Certified Nursing Assistant
Lindsey Hopkins Technical College
High School Diploma -
North Miami Senior High School